Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:12/02/2022

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My credit card was charged $214.99 by Get Trim Life. I have never ordered anything from this company, as I have never heard of them. I'm not sure how or why they have my credit card number but I want a FULL REFUND. When I called the company, I gave the lady my name and zip code. She then proceeded to ask for my email address, however, I refused to provide that information. If I have an account with your company (which I DO NOT!) she should have been able to pull it up, however, she said was not able to do so. I told her that her company charged my credit card and I don't have business with their company and am requesting a full refund. She then stated that she could not pull up an account with my name.After researching my credit card, I found where Credit One sent me an alert via email on 6/30/22 about this same company attempting to charge my credit card. The transaction was reported as fraudulent then and the transaction was denied. I did not receive an alert this time and my credit card was charged on 11/30/22. This is not my account and I have never ordered anything from this company. They have no business charging my credit card!

  Business Response

  Date: 01/20/2023

  Hello ******,
  
  We appreciate you making us aware of your negative experience. We strive
  to provide excellent customer service in a timely manner, and we
  apologize for the delay in response as we experienced an internal
  communications error that caused the delay in addressing this complaint.
  We're only been notified recently of this complaint.
  
  To clarify, all orders that are placed online are consumer-initiated. We
  would like to confirm that we received an order from you on 10/30/2022
  for our Simpli ACV + Keto (5 Bottles). There is no way for us to place
  an order for you. You have to enter your credit card information on the
  checkout page and hit the submit my order button. Without you doing
  this, no order would be placed. We have no way of knowing your credit
  card information, nor can we go to your checkout page and force the
  order through.
  
  Moreover, your initial purchase rolls into a monthly auto-ship program
  if not cancelled 30 days from the order date. We went ahead and
  cancelled your account. Rest assured, that you won't receive any further
  charges and shipments.
  
  Thank you for being so patient. If you need anything else, let me know
  if I can help.
  
  Sincerely,
  
  Business Name:
  Get Trim Life

  
  
  

  ReplyForward

• Initial Complaint

  Date:12/02/2022

  Type:Product Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Purchased a product from Get Trim Life on June 23, 2022. The product was supposed to be 1 bottle each of three separate products as an introductory package for $39.00. What I received was five bottles of apple cider vinegar gummies and was charged $199.99. I called the company and was told I could return the product for a full refund. I took the product in its original packaging to the *** store and returned it. I wait over two weeks while checking my accounts and never received a refund. I called the company again and they stated they received the product and would process my refund. I have called so many times I lost count, I have tried speaking to a manager and get told there is not on duty every time. It is now December and I'm still waiting for the return of my money.

• Initial Complaint

  Date:11/30/2022

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I made a purchase in June of this year. When I realized I had inadvertently been signed up for a subscription, I attempted to call AND email to cancel. After multiple attempts, I have been unable to get a response, yet I continue to receive a monthly charge of approximately $219 and receive random assortments of supplements I do not want. They have charged my card under two different names: OUTRCH SUP and GET TRIM LIFE.
  

  Business Response

  Date: 01/09/2023

  Business Response /* (1000, 5, 2022/12/06) */
  Hello ******,
  
  We regret any inconvenience that the customer has experienced, and we assure you that we are doing everything possible to resolve their complaint. We take great care to ensure that important matters such as this are properly managed.
  
  We highly apologize that you may have overlooked the terms. Your initial purchase rolls into a monthly auto-ship program if not cancelled 30 days from the order date. As a one-time courtesy, we went ahead and issued a full refund of $219.49 and due to a technical error, we are unable to issue the refund back to your card, we apologize for the inconvenience. Your refund will be issued as a check and mailed to your home address on file. Kindly allow 4-6 weeks for delivery. We appreciate your patience with this matter.
  
  Rest assured, the account is cancelled, and you won't receive any further charges.
  
  Thank you for being so patient. If you need anything else, let me know if I can help.
  
  
  Consumer Response /* (2000, 7, 2022/12/14) */
  (The consumer indicated he/she ACCEPTED the response from the business.)

• Initial Complaint

  Date:11/30/2022

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 11/21/2022 I went in for ACL surgery in ********* ** at 7:00 am. Surgery was completed at 12:00 pm and I returned home at 2:00 pm. At 8:26 am a fraudulent debit for $216.16 was withdrawn from my account by ************************************************. I have never heard of this company, nor have I been to their website. I contacted the company and was told that I had ordered something. I told the representative that I had just left the hospital, and most certainly did not order anything. The agent then requested all of my personal details, which I did not feel comfortable with. After waiting for over an hour to speak with a manager the situation was not resolved. I am now contacting my bank account to dispute the transaction.I cannot believe in this day and age people are so greedy and continue to take advantage of others in this manner. Shame on Get Trim Life.

  Business Response

  Date: 12/06/2022

  Hello *****,
  
  We regret any inconvenience that the customer has experienced, and we assure you that we are doing everything possible to resolve their complaint. We take great care to ensure that important matters such as this are properly managed.
  
  We highly apologize that you may have overlooked the terms. Your initial purchase rolls into a monthly auto-ship program if not cancelled 30 days from the order date. As a one-time courtesy, we went ahead and issued a full refund of $119.98 on 11/30/22. Please allow **** business days depending on your bank's processing time, for the credit to reflect in your account.
  
  Rest assured, the account is cancelled, and you won't receive any further charges.
  
  Thank you for being so patient. If you need anything else, let me know if I can help.
  

• Initial Complaint

  Date:11/28/2022

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I saw an ad on the Internet for a trim live product. It said free bottle that I needed to just pay $6.99 shipping and handling. I never did get the free bottle, and they've taken close to $250 Off of my debit card. I filed a fraud complaint with direct Xpress and they found in favor of trim life and close the case. I have the records from trim life and they charged my debit card $199.99 at 7:26 PM and then 15 minutes later charge my debit card another $49.99... I never received any product from them nor did I order it. As I previously stated I ordered one free bottle and they asked that I just pay $6.99 shipping and handling
  

  Business Response

  Date: 01/09/2023

  Business Response /* (1000, 5, 2022/12/02) */
  Hello *****,
  
  We regret any inconvenience the customer has experienced, and we assure you that we are doing everything possible to resolve their complaint. We take great care to ensure that important matters such as this are properly managed.
  
  Due to a technical error, we are unable to issue the refund back to your card, we apologize for the inconvenience. Your refund will be issued as a check and mailed to your home address on file. Kindly allow 4-6 weeks for delivery. We appreciate your patience with this matter. Thank you.

• Initial Complaint

  Date:11/27/2022

  Type:Product Issues
  Status:

  UnresolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I thought my oder did not go through because their website froze but then after few weeks the product came in, so i called them to return their product they gave me the address and i sent it to them, i have the *** receipt that it was delivered but they don't want to refund my money. I did not even open the package i resend it to them. So pls help me refund my money their been telling me that my credit card company should call them, I call my credit card company which is citibank they said they don't call the merchant and the merchant have my money so i have to call them. I sent a copy of the *** receipt also to my credit card company which is citibank. I cannot understand why this merchant don't want to refund my money they have the product in good condition.

  Business Response

  Date: 12/02/2022

  Hello ******,
  
  We regret any inconvenience that the customer has experienced, and we assure you that we are doing everything possible to resolve their complaint. We take great care to ensure that important matters such as this are properly managed.
  
  Due to a technical error, we are unable to issue the refund back to your card, we apologize for the inconvenience. Your refund will be issued as a check and mailed to your home address on file. Kindly allow 4-6 weeks for delivery. We appreciate your patience with this matter.
  
  
  Thank you

  Customer Answer

  Date: 12/02/2022

  (The consumer indicated he/she DID NOT accept the response from the business.)
  Thank you, I will be waiting for my refund check, until then. I will not close my complaint here at BBB.
  
  Thank you so much! BBB.
  *******************.

• Initial Complaint

  Date:11/25/2022

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I noticed a pending charge on my card - I called the company because I didn't recognize the charge on Nov 21st 2022, I spoke to a person named Mateo, he told me that he canceled the charge and apologized because it was fraud and going to NEW YORK but I am in Italy Rome working for 9 months and DON'T LIVE IN NEW YORK! I then noticed on Nov 25th the charge actually cleared my bank, so I called trim life again and spoke to Lee, she told me this wasn't fraud it was my information entered in so it is too late for them to do anything about it. I asked her what she meant and to credit this back she said it is my order and that is that! I am so mad! I have told them multiple times this wasn't my order, I don't live in NEW YORK and I am working in ROME ITALY for 9 months! I have spent multiple dollars on long distant calls to this company - I was trying to avoid having to dispute this with my bank as I didn't want to have to cancel my card due to it and end up waiting for my family to mail my new card to Italy! but now I have to cancel my card and also incur all of these phone bills due to them not listening to my claim of fraud! and both times I asked for a manager and both times the rep told me that there isn't anyone for me to speak to! I have tried to use their online system to send a message and it isn't working and I even emailed them and received no response!
  This company needs to be put out of business!
  

  Business Response

  Date: 12/22/2022

  Business Response /* (1000, 5, 2022/12/02) */
  Hello,
  
  We regret any inconvenience that the customer has experienced, and we assure you that we are doing everything possible to resolve their complaint. We take great care to ensure that important matters such as this are properly managed.
  
  As a one time courtesy, we went ahead and issued a full refund on 11/26/22 as the customer requested. Please allow 5-10 business days depending on your bank's processing time for the credit to reflect back to your account.
  
  Rest assured, the account is canceled and you won't receive any further charges.
  
  
  Thank you
  
  
  Consumer Response /* (2000, 7, 2022/12/06) */
  (The consumer indicated he/she ACCEPTED the response from the business.)
  Thank you for fixing this, I truly think retraining those involved would be a good idea. This is causing lots of issues since I had to block my bank card and I am currently out of the country so they have to send it to my home then I have to have it sent to my address in ITALY not too mention the phone bill this cost since it is .25 cents per minute to sit on those two calls for as long as I did. The customer service reps placing me on hold multiple times for 30 mins etc wasn't right, I let them know I was out of the country and this was costing me and yet they came back with no resolution except to keep trying to tell me it was my order and too late! my frustrations are high with that and hope that there is definite retraining for them.

• Initial Complaint

  Date:11/24/2022

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have an unauthorized charge of $75 from this business. I did not authorize this charge and my bank is saying no mistake was made. I'm confused as to how they got my card number and would like a refund of the $75.21.
  

  Business Response

  Date: 01/06/2023

  Business Response /* (1000, 5, 2022/12/02) */
  Hello,
  
  We regret any inconvenience that the customer has experienced, and we assure you that we are doing everything possible to resolve their complaint. We take great care to ensure that important matters such as this are properly managed.
  
  As a one time courtesy, we went ahead and issued a full refund as the customer requested. Please allow 5-10 business days depending on your bank's processing time for the credit to reflect back to your account.
  
  Rest assured, the account is canceled and you won't receive any further charges.
  
  
  Thank you

• Initial Complaint

  Date:11/23/2022

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I don't want an auto monthly enrollment. So stop trying to charge my credit card. It was a one time try. I don't request any shipments.
  

  Business Response

  Date: 01/06/2023

  Business Response /* (1000, 5, 2022/12/02) */
  Hello,
  
  We regret any inconvenience that the customer has experienced, and we assure you that we are doing everything possible to resolve their complaint. We take great care to ensure that important matters such as this are properly managed.
  
  Rest assured, the account is canceled and you won't receive any further charges.
  
  
  Thank you

• Initial Complaint

  Date:11/20/2022

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I made a purchase in June, received my second subscription order in July and decided to return the product and cancel my subscription. I called and asked what I needed to do and followed their instructions exactly. I called to confirm they received the product and they agreed they did. They said I would get me refund within 7-10 days. I waited three weeks and nothing. I called back several times over the next three months and have still not seen my refund. Every time I call they give me the same confirmation number and say they will push it through for processing but nothing has happened yet. All I want is my money back!
  

  Business Response

  Date: 01/09/2023

  Business Response /* (1000, 5, 2022/11/28) */
  Hello ******,
  
  We regret any inconvenience the customer has experienced, and we assure you that we are doing everything possible to resolve their complaint. We take great care to ensure that important matters such as this are properly managed.
  
  Due to a technical error, we are unable to issue the refund back to your card, we apologize for the inconvenience. Your refund will be issued as a check and mailed to your home address on file. Kindly allow 4-6 weeks for delivery. We appreciate your patience with this matter. Thank you.
  
  
  Consumer Response /* (3000, 7, 2022/11/29) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  I called again on November 28, 2022, and they said they would call me right back with information and never heard back. If it was a problem with my credit card, then why have they not told me that one of the five times I have called? I have been waiting since July for a refund and think it is outrageous that I now have to wait another 4-6 weeks to receive a check. I honestly don't think the check will be sent. They have my phone number and they should call and get the refund in my account this week.
  
  
  Business Response /* (4000, 9, 2022/12/02) */
  Hello ******,
  
  We appreciate you making us aware of your negative experience. We strive to provide excellent customer service in a timely manner, and we apologize for the inconvenience this has caused.
  
  This concern was raised and handled by the Financial Department. It takes time due to the refund policy and procedures. In the meantime, we are asking again to expand your patience. No worries, we assure you will receive the refund as soon as possible.